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Influence of GDPR on social networks used by omnichannel contact center (CROSBI ID 663571)

Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija

Peras, Dijana ; Mekovec, Renata ; Picek, Ruben Influence of GDPR on social networks used by omnichannel contact center // MIPRo Proceedings Information Systems Security /ISS / Skala, Karolj (ur.). Rijeka, 2018. str. 1317-1322 doi: 10.23919/MIPRO.2018.8400206

Podaci o odgovornosti

Peras, Dijana ; Mekovec, Renata ; Picek, Ruben

engleski

Influence of GDPR on social networks used by omnichannel contact center

First part of paper addresses the impact of General Data Protection Regulation (GDPR) on data collection by most popular social networks. GDPR will start to apply on May 25th 2018, and it aims to change the way in which organizations treat data protection. Regulation requires organizations, including social networking service providers (SNSP), operating within the EU to know where personal information of their users is located, how can it be used and when does it have to be deleted. The paper clarifies the rights of the users and the obligations of the SNSP. It analyzes 10 most popular social networks and explores what personal information they collect as well as problems related to the application of GDPR. Second part of the paper presents the use of social networks in omnichannel contact center. Omnichannel is a business model which combines various communication channels in order to improve customer experience. Since modern social networks are abundant with personal user information, it is necessary to determine which of them may be collected and used by omnichannel contact center, while respecting the principles of GDPR.

GDPR ; social networks ; SNS ; personal data ; privacy ; omnichannel contact center ; communication channel

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Podaci o prilogu

1317-1322.

2018.

objavljeno

10.23919/MIPRO.2018.8400206

Podaci o matičnoj publikaciji

MIPRo Proceedings Information Systems Security /ISS

Skala, Karolj

Rijeka:

978-953-233-096-0

Podaci o skupu

MIPRO 2018

predavanje

21.05.2018-25.05.2018

Opatija, Hrvatska

Povezanost rada

Informacijske i komunikacijske znanosti

Poveznice
Indeksiranost